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VP, Client Management - NaviSite

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POST DATE 8/25/2016
END DATE 10/24/2016

Time Warner Cable Andover, MA

Andover, MA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree


Position Type: Full Time

The VP of Client Management will be responsible for the overall client satisfaction and experience with NaviSite s services and solutions. The VP, Client Management is a critical member of the executive team responsible for the delivering an industry-leading service experience and representing NaviSite s thought leadership with our clients.

Lead a globally diverse team of Engagement Managers, Service Managers and Technical Leads to provide a consistent and valued client experience to the NaviSite client base.

Provide a common management framework for clients that provides cost and organizationally efficient enhancement of the core NaviSite offering capabilities.

Identify and report management metrics to monitor and continuously adapt to client expectations and improve client satisfaction.

Devise and execute an overall client service management model, applying a fiscally viable allocation model stratified by account revenue profile and growth potential.
Create a focus on Client Service Management as a Practice, defined by consistent, repeatable processes, methods and deliverables, coupled with rigorous execution.
Collaborate with Sales and Account Management functions to identify and nurture clients with growth potential.
Build executive relationships with strategic clients and bring together key NaviSite resources to deliver a high-touch, high-value experience.
Partner with cross functional delivery groups including Implementation, Engineering and Operations functional leadership to ensure a seamless and valued client experience. Identify and implement interdisciplinary practices to achieve these requirements.
Identify and provide leadership to continuous service improvement initiatives. Identify opportunities to streamline organizational efficiency, while improving the overall client experience.
Identify and track performance metrics to highlight end to end client satisfaction and operational efficiency. Report on these metrics regularly to executive management.
Management of Client retention, providing quarter over quarter visibility to trends and improvements.

Skills/Abilities and Knowledge
Experience managing service delivery in an ITIL framework
Excellent demonstrated analytical and decision-making skills
Excellent written and oral communication skills
Strong project management skills with ability to set and meet deadlines for multiple simultaneous projects while maintaining accuracy and efficiency in deliverables
Ability to prioritize and organize effectively
Ability to effectively delegate and develop team members
Ability to work well in a fast-paced environment

Bachelor s degree in Marketing or other related field or equivalent experience

Related Work Experience
15+ years of Information Technology experience with increasing levels of responsibility
10+ years of Client Experience Management, Account Management, Engagement Management, or Project Management experience

Office environment
30-40% travel required

More on TWC: Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.


Controlling Establishment ID: 00800 - Andover 400 Minuteman Rd

Job Code: TWCXEN005 VP, Client Management Exempt